Specialist I Retention

Job Description

Loyalty Retention Specialist I

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

ADP is looking to add to our Client Success team by hiring a Loyalty Retention Specialist I. In this position, you will perform all activities that support client retention by working with the client and internal ADP departments to resolve any issues within our control. You will effectively respond to clients who have communicated dissatisfaction with ADP's products or services or have escalated issues that have not been resolved to their satisfaction.

• Manages the resolution process for any business at risk by working with clients to maximize retention and minimize loss dollars.
• Determines the components of the save process and involves necessary resources across ADP business units.
• Engages and partners with appropriate departments for issue resolution and follow up.
• Cultivates effective working relationships with key associates in other business units to ensure timely resolution of client issues.
• Coordinates and monitors tasks to ensure issues are resolved timely and accurately.
• Acts as a liaison between client and ADP associates the achieve client goals.
• Communicates status updates to all appropriate parties.
• Performs appropriate follow up to ensure future client satisfaction.
• Maintains complete and accurate client profile notes.
• Utilizes all internal tools & defined processes to ensure optimal productivity and service excellence.
• Participates in training programs designed to enhance service skills and increase product/systems knowledge.
• Keeps up to date with market penetration and competitive products.
• Keeps up-to-date and proficient on payroll, tax, legal regulations and new product enhancements and changes via training, seminars, documentations, etc.
• Provides support to other departments during critical business cycles as determined by Senior Leadership.
• Performs other duties, as assigned.

Qualifications Required:

• 5 years client service experience
• Advanced Internet and MS Office Skills (Word/Excel) required
• Excellent communication and analytical skills
• Excellent customer service skills

Education:

• Post-secondary education preferred, or equivalent experience in administration/customer service/HR

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Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.